Job Title: Customer Relatioship Officer – Ajose Adeogun
Job ID: 381739
Location: Lagos, Nigeria
Employer: Standard Chartered Bank Plc – SCB Nigeria
Sector: Banking and Finance
Job Description: – The role holder is primarily responsible for driving profitable volume growth from existing & new customers by proactively engaging the customers, understanding and meeting their needs with the full range of Consumer Banking products offered. – They manage an assigned portfolio of customers within the Excel / Preferred or Priority business and focus on deepening existing relationships as well as extending the relationship further into additional new product areas to improve customer¿s value contribution. – They would typically operate out any of the specific locations with face to face being the primary mode of interaction.
In addition, the role holder would be licensed /certified / skilled to provide information / advice on all bank products and will work collaboratively with product specialists from various Business Units / Value Streams to design specific offers to be made to the customers based on their feedback and needs from the engagement done
Key Roles & Responsibilities:
• Relationship Management (Required)
• Grow customer portfolio size by deepening existing customer relationships
• Retain existing highly valuable customers; Grow share of wallet with the bank through focused relationship management activities
• Provide advice on potential financial solutions based on identified needs
• Resolve client queries without further escalation
• Analyse financial requirements of customer and match with banks product offerings
Relationship Management (Excellence)
• Main banker for majority of clients in portfolio
• Majority of clients in portfolio are ¿long standing¿
• Work effectively across geographic borders with customers to deepen relationship with bank
• Pass on high net worth customers to the Private Bank
• Offer holistic advisory and consultancy services to key clients in portfolio
Customer/ Business Acquisition (Required)
• Solicit new to Bank and new to product leads from the Excel or Priority business segments
Customer/ Business Acquisition (Excellence)
• Consultative selling of multiple products to customers based on identified needs
• Turn service recovery into sales opportunity
• Refer highly satisfied customers to generate sales
• Analyse and review potential business to ensure maximum profitability
Collaborative Partnership -Advisory / Consultation (Required)
• Collaborate with product specialists, to deliver effective customer solutions
Collaborative Partnership -Advisory / Consultation (Excellence)
• Identify product specialists across different value centers to satisfy anticipated customers¿ needs
• Broader product holding ratio
Risk Management & Control (Required)
• Operate within Risk & Compliance requirements/ framework
• No reported mis-selling cases
Risk Management & Control (Excellence)
• Loan impairment below competitors¿ loss rates
• Is able to convert service recovery issue into customer loyalty opportunity
Qualifications & Skills:
• Minimum of a 2nd Class degree in a relevant course.
• 2-3 years sales experience in a similar role
• Strong sales and relationship management skills
• Good Communication and Interpersonal skills.
• Role holder is expected to have some knowledge and experience in offering a range of products to meet customers' needs but is unlikely to have the full knowledge and experience to offer all Consumer banking products.
• Customer Relationship Management (Advanced)
• Data Conversion & Reporting (Core)
• Credit Risk Analysis (Core)
• Legal & Regulatory Knowledge (Core)
• Market / Competitor Knowledge (Core)
• Product knowledge (Core)
• Risk Management (Core)
• Needs profiling & analysis (Core)
• Negotiation & Objection Handling (Core)
• Needs Based / Consultative Sales Skills (Core)
Excellence in Role:
• Customer Relationship Management (Expert)
• Market / Competitor Knowledge (Advanced)
• Product knowledge (Advanced)
• Needs profiling & analysis (Advanced)
• Negotiation & Objection Handling (Advanced)
• Needs Based / Consultative Sales Skills (Advanced)
Additional Job specific skill or knowledge area;
• Social / Networking skills
• Phone based conversation skills
In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.
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